Supervisor, Workforce Management

Ubiquity Global Services, Inc.; Iloilo City; On-site; PHP 669,600 - 1,004,400; Full time

Job summary

Ubiquity Global Services, Inc. is seeking a Supervisor, Workforce Management to lead a shift of Real Time Analysts and drive staffing efficiency. You will coach, onboard, and orient RTAs while analyzing intra-day performance to align with service level targets.

The role emphasizes data-driven decisions, strong communication, and flexibility across shifts, including graveyard, within a fast-paced BPO environment.

Qualifications

• 1 to 5 years experience in Workforce in a BPO.
• Inbound performance analytics experience.
• At least 2 years workforce supervisory experience.
• Detail oriented.
• Above average verbal and written communication skills.
• Flexible to work different shift schedules including graveyard.

Responsibilities

• Supervises 20 Real time Analysts Global.
• Perform one on one coaching with the RTA's.
• Train and orient new RTAs.
• Analyze intra-day staffing reports and recommend staffing changes to meet SL client expectations.
• Make objective recommendations on incident management.
• Coordinate with Operational leadership to advise opportunities affecting Service Level goals.
• Review contact center trends including call volume, patterns, and staff productivity.

Skills

Coaching

Staff supervision

Data analytics

Excel

Communication

Shift flexibility

Tools

MS Office

Microsoft Excel

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Supervisor, Workforce Management, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

• Supervises 20 Real time Analysts Global
• Perform one on one coaching with the RTA'
• Train and Orient new RTA's
• Analyze intra-day staffing reports and recommends changes to staffing in order to meet service level client expectations and requirements.
• Make objective recommendations on incident management
• Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goal
• Reviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.

What We’re Looking For:

• 1 to 5 year's experience Workforce experience in a BPO
• Inbound performance analytics experience
• At least 2 years workforce supervisory experience
• Highly proficient with Microsoft office applications (excel spreadsheets)
• Detail oriented
• Above average verbal and written communication skills
• Flexible in working different shift schedules especially graveyard

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.